Forward support@ from your own domain

Keep the address your customers already know. Forward it to your workspace's private forwarding address, and everything that arrives is answered from your inbox, alongside chat.

#Find your forwarding address

Go to Settings → Email. Your forwarding address looks like yourteam.x7k2m9q4ra@ongoingmail.com. It's the only address that starts new conversations, so keep it private, like a password.

#Gmail

1. Sign in to the support mailbox in Gmail and open Settings → See all settings → Forwarding and POP/IMAP.
2. Choose Add a forwarding address and paste your forwarding address.
3. Google sends a confirmation email to that address. It arrives in your OngoingAI inbox as a new conversation: open it and copy the code.
4. Back in Gmail, enter the code, choose Forward a copy of incoming mail to your forwarding address, and save.

#Google Workspace admins

An admin can forward without signing in to the mailbox. In the Google Admin console, open Apps → Google Workspace → Gmail → Routing and add a routing rule for inbound mail to your support address that also delivers it to your forwarding address. No confirmation email is needed.

Tip: keep a copy in the original mailbox for the first few days, while your team gets used to answering from OngoingAI.

#Other providers

Any provider that can forward works, including Microsoft 365, Fastmail, iCloud, or a forwarding rule where your domain's email is hosted. Forward everything sent to your support address to your forwarding address.

#What happens to replies

Your replies come from your team's email address, and customers' answers come back into the same conversation. Your support address keeps working for new emails.

#If the address gets out

An admin can click Rotate in Settings → Email. You get a new forwarding address and the old one stops working straight away: email sent to it bounces until you update your forwarding rule. Replies to your emails aren't affected.

#Unverified senders

Every incoming email's sender is checked. When an email has no valid signature from the sender's domain, it's marked Unverified sender in the inbox, and it never joins the conversations of a customer your app has verified. Anyone can type someone else's address into an email, so double-check these before acting on account or payment changes.